Insights AI (Sentiment Analysis)
Score, summarize, and generate action items for your inbox’s conversations.
Sentiment Analysis helps you understand your customers by automatically assigning each conversation a score, summary, and action items.
Use it to prioritize conversations, improve team performance, and gain real-time insight into customer sentiment—all without reading every message.
What Is Sentiment Analysis?
Avochato’s Sentiment Analysis gives each conversation a numerical sentiment score from 0 (very negative) to 10 (very positive). In addition to a score, insights are provided that:
- Summarize the main topic of the conversation
- Highlight action items for your team to follow up on
Think of it as a smart assistant that reads your customer chats and instantly tells you how they’re feeling—and what needs to happen next.
How It Works
There are two ways to activate Sentiment Analysis:
1. Auto-Generated (Recommended)
Set it and forget it. Configure Sentiment to run automatically for your active conversations.
- Navigate to: Automation Tab → Agent Assist → Sentiment Refresh
- Toggle “Auto-generate Sentiments” to ON for sentiments to auto-generate upon conversation close
- Choose Sentiment refresh frequency to generate based on activity: Every 1, 3, or 7 days
- Sentiment refresh runs only on active conversations that have had at least 3 inbound messages since the last analysis.
The analysis reviews up to 100 messages, prioritizing recent messages for scoring.
2. Manual (On-Demand)
Analyze a conversation manually any time:
- Open a conversation
- Click the wand in the upper right corner of the conversation box to open the AvoAI Agent Assist side panel
- In the AvoAI Agent Assist side panel, select “Check Sentiment” and then hit “Analyze”
- Instantly receive:
- 📈 Score (0–10)
- 📝 Summary of the topic
- ✅ Actions that need follow-up
Cost Value & ROI
Usage-Based Pricing: Avo AI pricing is based on how much data the AI consumes and processes. More activity means more usage, but also higher ROI via automation insights for all processed conversations.
The average cost per conversation insight ranges between $0.05-$0.20. Costs will depend on the amount of data processed, the frequency of sentiment checks, and the number of conversations analyzed.
Real-Time Visibility: Monitor your AI usage and costs anytime through the AI Analytics section and on the Billing page. Rates align with industry standards, and your account is only billed for actual usage in real time.
Sentiment Analysis delivers tangible impact across your org:
- Reduces response time
- Improves agent focus with real-time prioritization
- Uncovers coaching opportunities
- Boosts CSAT and retention
- Lowers cost-to-serve by streamlining workflows
How to Turn It On
- Go to your Automation Tab
- Click into Agent Assist and Toggle ON
- Toggle on Auto-generate Sentiments
- Select a refresh cadence (daily, every 3 days, or every 7 days)
Don’t have access to the Automation tab? Contact Support now @ 1 (415) 214-8977 or email help@avochato.com.
Tutorial: How to setup Sentiment Analysis
Sentiment Analytics & Reporting
Gain deeper insight into your team’s performance and customer satisfaction with built-in Sentiment Analytics dashboards. These reports help you optimize service delivery, spot coaching opportunities, and prove value.
Available Analytics Reports:
Go to Analytics for the “AI” and “Insights” tab
- 🧠 Total Conversation Sentiment
Average sentiment across all messages in an agent's conversations.
- 💬 Contact Sentiment
Average sentiment based only on messages sent by the customer.
- 🙋 Agent Sentiment
Average sentiment based only on the agent’s messages—great for coaching tone and approach.
- 📈 Contact Sentiment Lift
Measures the change in sentiment from the contact’s lowest point to the end of the conversation. A higher lift = mood improved.
- 🏁 Contact Goal Achieved
Measures how often the AI detects that the customer’s goal was met (e.g., their question was answered). 100% means no further action was needed.
- 📊 Agent Comparison Dashboard
A side-by-side look at how agents are provisioned, performing, and impacting customer satisfaction and cost. Perfect for workforce planning and performance reviews.
For more detailed information on Analytics, visit the Analytics Overview.
Conversation View:
After analyzing, the sentiment score is visible in your conversation list. You can also:
- Sort your inbox by Highest or Lowest Sentiment to prioritize outreach
- Click to re-analyze a conversation if the tone shifts
- Add the summary as a note for future reference
CRM Integration:
- Push Sentiment scores into Salesforce or your CRM via our API
- Use scores, summaries, and action items for lead scoring, risk flags, or closed-loop feedback
AvoAI
Looking to get even more out of AvoAI? In addition to Sentiment Analysis, you can activate AI Agents to automate workflows and AI Suggestions to generate recommendations that are smart, context-aware replies. These features help your team move faster, respond more effectively, and scale personalized communication—while following the same simple, usage-based pricing model.